Date Received: 2023-06-20
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I have been a victim of Identity theft and as a result, two {$20000.00} fraudulent USAA Credit Card accounts have been placed on my credit report and is has caused me to have 2 credit cards canceled. They were put on XXXX of 2019. Since then, a XXXX XXXX inquiry has been placed on my credit report. I did an Identity theft report and a FTC report and I contacted USAA on numerous occasions and they informed me that they have put it as a fraudulent account but the credit bureau keeps saying that they are reporting it and I had it removed from XXXX XXXX. They obeyed the FTC, an identity theft report when it was sent almost 2 years ago, and XXXX has ignored it the entire time. XXXX removed it and put it back on my report. I sent proof and was told if was sufficient and still it is being reported.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30328
Submitted Via: Web
Date Sent: 2023-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023 I was contacted by phone and USAA was showing on the call. The man said he was from USAA and that fraud was being suspected on our account with the last 4 of my card information. He had my information and sent a text message verifying the statement. I did not give him any account information or any codes. He specifically said do not give me any code or account info. He said everything USAA does when suspected fraud has been on our account. I hung up and got a text message that XXXX was wire transferred out of our savings account. I immediately cashed USAA and was just in shock. We filled with the FTC, and the FBI along with USAA. Called USAA back and the lady told me that they found it to be my fault. She reopened the investigation as she looked up the IP address the wire came from and it was in Florida. She said it should be overturned, but we needed to be patient. I did not have a computer, I work on irrigation systems. I did not authorize a wire transfer, the money in our savings is for a claim due to major water leak. And the work has already started. I am trying to get any and all help from every possible avenue available.
Company Response:
State: GA
Zip: 31904
Submitted Via: Web
Date Sent: 2023-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/2023, my USAA was hacked. I immediately disputed the transactions. Our social security checks and pension checks were deposited but couldn't have access to our funds. They closed our account and said we were responsible for the hacking. We opened our new accounts with XXXX. My identity has now been stolen, and false claims were declare They are working on it diligently to fix the pr9blem. I have filed a police report. We have XXXX years with USAA XXXX and my husband is a 17 year veteran.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78653
Submitted Via: Web
Date Sent: 2023-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-18
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XXXX XXXX XXXX my account was hacked due to a scam, I do not provide any information to give them access to my account except my card number. My account were closed. Bank say I owe the XXXX I have money in the other accounts they closed which they are holding and said I cant use to pay. They will not work with me, have bullied, threatened and accused me, belittled me and made me feel worthless. When I call to make a payment towards what they said I owe the, the could not give me a way to send payments to them and make sure they would be applied to the correct account. They have threatened that I have have 60 days well now 45 days to pay this or they will put me on some list and no bank will do business with me this is a bank I have been with for 23 years, and supposedly is there to help military veterans and their families, and they have made my life. Living XXXX for the last XXXX weeks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 66614
Submitted Via: Web
Date Sent: 2023-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Since the first of the year for 2022, I was not working. My husband is a XXXX veteran. I did not start working till XX/XX/2022 for a temp agency ( which I am currently still working for ). I contacted USAA to let them know I had just started back working and we had exhausted all our means of funding ( including 401k ) to keep our bills afloat. I called them, to see if they could lower my monthly bill. My other credit cards gave me a fixed low interest rate for a few months, to help me till things got better. A representative at USAA told me they do not help or assist until your account is 3-4 months behind in payments ( which was shocking to me ). So I paid what I could during that time, and the balance continued to rise along with the minimum due. From XX/XX/2022 to XX/XX/2022 the minimum went from {$280.00} to {$1800.00}. I asked could they remove or not bill for the interest to help, all they did was cut the late fee in half to {$25.00}. It got to the point I was over my balance by {$1000.00} or more. So my husband had to go borrow off his credit card ( they gave him cash ) to pay USAA to help me get the balance down some. When I finally got the card under control, then they raised the interest rate. So now my minimum has gone up. This is ridiculous!!! I just recently applied for a credit card with my bank to pay USAA off in full ( 0 % APR for 18 months of transfer balance ) the bank did not approve me for the full balance of XXXX. But someone at the bank accidently sent USAA {$1300.00}, so I called USAA to forewarn them, if they see the payment to NOT to accept it. They accepted it, which does not surprise me. My husband and I have been with USAA for yearssss. I would not recommend them to NO ONE!!! My bank is working on recouping the payment they sent in error.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70769
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am distressed that you have included the information below in my credit profile and that you have failed to maintain reasonable procedures in your operations to assure maximum possible accuracy in the credit reports you publish. Credit reporting laws ensure that bureaus report only 100 % accurate credit information. Every step must be taken to assure the information reported is completely accurate and correct. The following information therefore needs to be re-investigated. According to the Fair Credit Reporting Act, Section 609 ( a ) ( 1 ) ( A ), you are required by federal law to verify, through the physical verification of the original signed consumer contract, any and all accounts that you post on a credit report. Otherwise anyone paying for your reporting services could fax, mail or email in a fraudulent account. I demand to see verifiable proof ( i.e. : an original consumer contract with my signature on it ) that you have on file for the account listed below. Your failure to positively verify these accounts has hurt my ability to obtain credit. Under the FCRA, unverifiable accounts must be removed and if you are unable to provide me a copy of verifiable proof, you must remove the account listed below. I demand that the following account be verified or removed immediately 1. USAA FEDERAL SAVINGS BANK
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2023-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On or about XX/XX/2023 I submitted a chargeback request to my bank for items I had on an invoice on XXXX from the year XXXX. The bank told me that they would only give me {$1500.00} back of the {$5400.00} stating that it was out of their timeframe for XXXX. The seller did not send me my items and XXXX is aware. The office of the CEO assured me that they would help me. They did not. They regurgitated information from their fraud department and did nothing to protect me from the seller. The seller live in XXXX. So I am not able to sue them in the American courts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was incarcerated in 2021 and that entire year a " friend '' XXXX XXXX, got control of my phone, thus online connection to my USAA bank account and got her self added to my account, she got a representativeto send her a signaturecard to be added as a user to my account. She stole over XXXX and the bank only reimbursed me for the money she took by swiping a debit card. Not reimbursing me for the multiple XXXX wire transfers or XXXX transfers. Your company should refund those transfers and XXXX as you allowed hee to gain complete access to my account with no questions. I've been a member for 20 years. I'm going to take you to court. I am going to spread this story across social media.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I'm currently unable to access my USAA checking accounts in which my salary is deposited. The account is tied to a phone number I no longer have access to therefore I'm unable.to authenticate using the number. I contacted USAA on XX/XX/XXXX and explained this. I was told to submit my ID and I would be contacted within 72hrs. I submitted my ID successfully. On XX/XX/XXXX and XXXX I reached out to USAA to inquiring about their recovery team 's outreach. On XX/XX/XXXX I was eventually told to call back later because the rep couldn't assist me. I provided SSN, the original phone number, the email on the account, and DOB. On XX/XX/XXXX I was told to resubmit the Govt ID bc the recovery team hasn't contacted me yet and that would introduce another 72hr wait time putting me at one week without access to my bank accounts. The rep said should couldn't contact the recovery team nor transfer me to anyone that could help bc she couldn't authenticate me. At this point I can not access my money and USAA has not provided any solution for this type.of problem. I do have an email address on the account but USAA will not send the security code to it for authentication..I have several bill payments coming from that account and I can not access any of my money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30315
Submitted Via: Web
Date Sent: 2023-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I discovered four XXXX transfers had occurred from my checking account on or about XX/XX/XXXX. I called USAA and advised them I had not authorized these transfers. USAA advised me they didnt believe fraud had occurred and if it had, it was my fault. I did everything they instructed me to i.e. change passwords, use a different email, and deactivated XXXX. This has now happened 2 more times, the worst of which occurred on XX/XX/XXXX whereas XXXX XXXX was transferred out of my account via XXXX in a matter of 6 hours. I requested the fraud department research this and was advised that the fraud department found no fraud occurred. I asked how they came to this conclusion and was advised that information is internal and does not get shared with the account holder. I asked how XXXX got reactivated on my account and was again advised everything that happened was my doing. What Im very confused about is per the USAA website, only 3 XXXX transfers are allowed in a 24 hour period and a maximum of {$1000.00} in a 24 hour period. USAA will not address this with me. I did everything USAA told me to do to protect my account but it didnt work. I was so relieved when I found the 3 a day/ {$1000.00} max rule per USAAs site yet each time I bring this up, they act as if they have no idea this is plainly stated on their website. Many people are having these same issues and USAA is firing customers daily so they dont have to deal with us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 633XX
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A